Head of Delivery – ServiceNow App Development

About Us:

We are a boutique ServiceNow app development company working with global clients to build,

publish, and support ServiceNow applications. Our projects are typically small to mid-sized, focused

on integrations, with ongoing customer support needs.

Role Overview:

We are seeking a Head of Delivery to act as the orchestrator of our entire delivery process. This is a

strategic leadership role, responsible for ensuring smooth execution of multiple projects, optimizing

delivery processes, and building a reliable, scalable team (full-time, freelancers, or agencies). You

will not be involved in day-to-day task execution but will create the structure, accountability, and

rhythm that allows our developers to deliver successfully.

Key Responsibilities:

• Establish and continuously improve the delivery framework and workflows for app development

and support.

• Align resources (full-timers, freelancers, agencies) with project needs and manage capacity

planning.

• Set clear delivery expectations, timelines, and escalation paths.

• Monitor progress and remove roadblocks rather than micromanaging tasks.

• Build a dependable talent network with the support of the HR team.

• Act as the primary point of contact for project health and delivery status reporting to leadership.

• Drive a culture of ownership, quality, and timely delivery across the team.

Requirements:

• Proven experience leading delivery for multiple concurrent software projects (preferably

ServiceNow or SaaS).

• Strong skills in process design, project governance, and team orchestration.

• Ability to manage distributed, mixed teams (full-time, freelancers, agencies).

• Excellent communication, risk management, and leadership abilities.

• Comfortable working in a startup environment where systems and teams are evolving.

Nice to Have:

• Familiarity with Upwork or freelance talent ecosystems.

• Experience with integration-based applications and post-go-live support models.